Microsoft MB-230 Practice Test - Questions Answers, Page 21

Box 1: Productivity automation

Productivity automation

As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.

The following screenshot shows the actions that are explained in the subsequent sections.

Box 2: Session connector

Session connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.

Box 3: Omnichannel connector

Omnichannel connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

Box 1: Azure IoT Central

Answer:

Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions,

IoT alerts will be created in Connected Customer Service. Also, based on service activities in

Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.

Box 2: Azure IoT Hub

Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices—and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.

Box 3: Power Automate

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

Step 1: Open Omnichannel Administration.

Embed chat widget in your Power Apps portal

To embed a chat widget in Power Apps portals:

1. In one of the administrator apps, open the chat widget you want to embed in Power Apps portals.

Step 2: One the Basic details tab, copy the widget snippet code.

2. On the Basic details tab, copy the widget snippet code from the Code snippet section.

Step 3: Open the Portal Management app.

3. Open the Portal Management app.

Step 4: In Content Snippet > Chat widge code in the web portal, paste the widget snippet code.

4. Go to Portal > Content Snippets.

5. Find the Chat Widget Code content snippet and open it.

6. On the General tab, scroll down to the Value (HTML) section.

7. Paste the chat widget snippet code in the HTML tab.

8. Save the changes. The chat widget is now embedded into the portal.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

Box 1: Automation

The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.

While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.

Box 2: Macro

Automate tasks with macros

Overview of macros

In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

The value propositions of the macros are as follows:

Automate repetitive and monotonous tasks with a single click.

Minimize human errors.

Adhere to business processes.

Lower average handling time.

Improve customer satisfaction.

Create contextual and reusable macros.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

Step 1: Publish knowledge articles to a portal created in Power Apps

Step 2: Create a topic for the Power Virtual Agents bot, and add an action

Step 3: Use a Power Automate template to add the solution to the chatbot

Step 4: Test the Power Automate cloud flow

Test the flow to publish and share the bot.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva

Box 1: Create a portal by using the Customer self-service template

Create a website for external customers to open support tickets and see the status of open issues.

The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.

Box 2: Ensure that all customers have an account record.

Ensure that customers are set up to use this website.

Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the

Account is specificed on my contact record in Dynamics 365 CE).

Reference:

https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates

https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portaloverview

https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portalscreating-a-case-on-behalf-of-another-account/

Reference:

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off